Balancing AI and the human touch in customer support
Once upon a time, in the early 2000s, customers preferred in-person interactions with brands because of? limited tech experiences. Then smartphones dramatically altered expectations with instant digital access. Generative AI promises a similar shift, offering personalized experiences, understanding preferences, and automating processes. Just like smartphones changed customer expectations, generative AI will disrupt every industry's customer experience. But despite all this technological advancement, data shows that customers still prefer live human interactions when dealing with complex customer support issues — even digital-native Gen Z-ers.?
As the volume of customer service inquiries increases, how can customer support teams meet these expectations? Generative AI transforms the support landscape, allowing these departments to give consistent and helpful responses, boosting customer satisfaction. Its real value lies in freeing teams for complex, nuanced interactions that require a human touch.
In this month's newsletter:
LinkedIn gem: Uber ’s Peter Tu on navigating tech turning points
Global Knowledge Production & Innovation Lead Peter Tu shares his insights on the challenges and importance of embracing transformative changes in technology, drawing parallels between the launch of Uber in Taiwan and the integration of generative AI solutions.
How generative AI will disrupt customer experience in every industry
In the same way that smartphones have changed customer expectations and experiences, generative AI will disrupt the customer experience in every industry. It’s crucial that you consider how generative AI can help you better captialize on your unique industry and customer data to support customers in achieving the outcomes they seek. Check out this blog post to discover the many ways you can expect generative AI to transform customer interactions with brands.
How customer support teams can use generative AI: Enhancing efficiency and satisfaction
By using AI strategically, you're not just maintaining the standards for customer interactions, you're improving them. You're giving your team the power to provide service that goes beyond just a routine transaction, leading to loyalty and growth. Explore practical use cases and examples and see how using generative AI keeps your customer support operations running smoothly while helping them thrive.??
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领英推荐
How Uber creates a unified knowledge ecosystem with generative AI
Director of Global Content for Community Operations Hadley Ferguson and Global Knowledge Production Lead, Peter Tu , share how Uber uses Writer to scale a central knowledge system and create repeatable and consistent support experiences for their global team. Uber uses Writer to assist ~40,000 support agents with millions of inbound support requests and manage +5 million pieces of knowledge assets.
App tour: Generate FAQs from longform content
Rather than taking valuable time to predict potential questions and anticipate user needs, use the FAQ generator app in Writer to instantly get FAQs for existing content. Upload a URL or text and the target audience to generate a list of questions and answers in minutes. Writer AI guardrails also automatically apply your brand, legal, and compliance rules to your draft so that your team’s writing meets your quality standards.
Featured Humans of AI episode
Imagine starting your career with dreams of brewing the perfect beer, only to find yourself spearheading product marketing at a leading AI software company.
That’s Daniel Kish for you, our guest on this week’s episode of Humans of AI. Daniel is VP of product marketing at Conveyor , a software company that automates the security review process for vendors. With a career spanning impactful roles at B2B SaaS mainstays like Salesforce and Gong, Daniel’s journey is a testament to the power of problem-solving and adaptability.
He builds his approach to product marketing in the AI era on trust and human-centric values. Daniel leads via the player-coach model, diving deep into the details alongside his team to truly understand and address their needs.
Scale great service with Writer for customer support teams
Support teams trust Writer to improve processes, align brand, and execute with excellence. Boost global support teams’ productivity and quality by removing friction from knowledge discovery and customer response.